In today's competitive global market, good customer experience isn't enough. From one industry to another, customers are demanding the 'wow' factor. They expect to be able to deal with organisations at any time, moving seamlessly between different channels, and they expect to encounter great customer experience at every point along the way. So how do you gain customers' trust and loyalty in an environment where they are writing the rules? The first step is to place them at the centre of your organisation, where they belong. A sustainable corporate culture depends on listening to your customers and those who engage with them. This isn't a once-off program where you can tick the box and move on, but a seismic shift in organisational thinking. In this ground-breaking book, industry strategist Isabella Villani offers practical advice, case studies and templates to give you a head start in designing, implementing and sustaining a 'wow' customer experience. This 'how-to' guide leverages industry data and insights to help you build new approaches that will transform your organisation's CX from good to great. Isabella Villani is a thought leader in customer experience, business transformation and omnichannel strategy. Over almost 20 years at the forefront of this expanding field, she has helped set new directions for organisations across various industries across Australia. She is recognised for her infectious passion and 'give before you get' approach to organisational problems.